Web/E-Commerce Outsourcing Trends and Experience 2010

December, 2010


Web/e-commerce outsourcing activity is up sharply. To help IT executives assess their options, this study reports the percentage of organizations outsourcing web/e-commerce operations (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present data on cost and service experience. The cost experience is the percentage of organizations that find outsourcing costs more, the same, or less than performing the function in-house. The service experience is the percentage that finds outsourcing delivers service that is worse, about the same, or better. We also show how these trends differ by organization size and sector and examine the role that offshore outsourcing plays in this market.(19 pp., 14 figs.)
[Research Byte]